2 days ago
Ordered Diapers Lead to Compensation After Delivery Failure
A father ordered diapers online for his young daughter.
The package reached a nearby delivery center, but it was not brought to his home.
He received messages saying it was out for delivery, but the delivery agent reportedly said the parcel was not assigned to him.
The father complained several times and contacted consumer officials.
The seller later cancelled the order and began a refund without his permission, according to his complaint.
The courier company said he had not provided the required delivery OTP.
A consumer commission decided that the courier had handled the delivery poorly.
It ordered the courier to pay the father Rs 22,500 for his trouble and legal costs.
The commission also said delivery records must accurately show whether a real delivery attempt happened.
A Kerala man ordered diapers worth Rs 1,429 for his one-and-a-half-year-old daughter in March 2025.
The parcel reached a delivery hub within a day but was repeatedly delayed and ultimately cancelled.
The courier company claimed the customer refused to provide the OTP required for delivery.
The Pathanamthitta District Consumer Commission found deficiency in service and unfair trade practices by the courier company.
The courier was ordered to pay Rs 15,000 in compensation and Rs 7,500 in legal expenses, with 9% annual interest for late payment.
- Who
- A Kerala father, an online seller, and the courier company involved in delivering the order.
- What
- The Pathanamthitta District Consumer Commission ordered the courier company to pay Rs 22,500 after an undelivered diaper order was cancelled.
- Where
- The case was heard by the Pathanamthitta District Consumer Commission in Kerala.
- When
- The order was placed on March 9, 2025; the commission issued its observations on August 21.
- Why
- The commission found repeated delivery delays, inaccurate or contradictory delivery updates, and an unsupported return or cancellation of the parcel.
Complainant's Account
Courier Company's Account
Reason for non-delivery
Complainant's Account
The father said the parcel reached the delivery hub, was repeatedly postponed, and was never delivered despite his complaints and assurances from the courier.
Courier Company's Account
The courier company claimed the customer refused to provide the OTP required to complete delivery.
Order cancellation
Complainant's Account
The father said the seller cancelled the order and started a refund without his consent or a proper explanation.
Courier Company's Account
The courier company argued that it was responsible only for delivery and that the purchase was between the customer and the online seller.
Cause of delay
Complainant's Account
The father attributed the failed delivery to repeated postponements, contradictory status updates, and the lack of a genuine delivery attempt.
Courier Company's Account
The courier company cited the alleged missing OTP, technical problems, and other operational difficulties.
Key facts
- Product value
- Rs 1,429
- Order date
- March 9, 2025
- Expected delivery
- March 12, 2025
- Cancellation date
- March 24, 2025
- Compensation
- Rs 15,000 for inconvenience, mental agony, and loss
- Legal expenses
- Rs 7,500
- Late-payment interest
- 9% annually if the amount is not paid within 30 days
Quotes
Pathanamthitta District Consumer Commission
Kerala’s district consumer commission that heard and decided the complaint
“The repeated postponement of delivery of an essential household product, the need for repeated customer-care complaints, the contradictory delivery status and the eventual return of the consignment after the complainant had repeatedly sought delivery constitute genuine inconvenience and mental harassment warranting reasonable compensation.”
indianexpress.com
Sources
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